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Revolutionising Customer Journeys

 Revolutionising Customer Journeys

 How to scale agility and AI for enhanced customer experience


08:30 - 10:00 BST

Thursday 17 June 2021  
 Virtual Event - Taking Place on Zoom 

With customer expectations growing for digital businesses, the need to leverage artificial intelligence in an agile way is crucial to sustain growth in uncertain climates. According to Nimbus Ninety’s 2021 Digital Trends Report, the number one challenge for organisations serving customers effectively is a lack of ability to deliver a consistent experience across all channels. At the same time, many businesses struggle with excess costs, frequent outages, and a limited capability to contextualise each individual customer’s experience.

Emerging AI technologies are driving the capability to deliver an experience across multiple channels that is seamless, efficient and personalised. Organisations must find ways to engage and serve clients, while improving both the customer and employee experiences. The modern contact centre promises to drive omnichannel experience, through links to CRM systems, scalability and integrations with AI-driven data analytics tools.

Join customer experience professionals to understand where the opportunities lie to revolutionise your customer experience through AI-driven omnichannel strategies. Explore new ways of leveraging emerging technologies for lasting loyalty and increased revenue.

08.30 Join 

08.35 Welcome from Nimbus Ninety

08.38 Poll

08.40 The AI-Driven Omnichannel: Mapping the Opportunity Roadmap

Ravi Mhapankar, Head Of Customer Experience & Transformation, Wipro Digital Operations and Platforms

08.50 Customer Journeys: Why Desirability is Everything

Martin Delfer, Head of Commercial, Designit for Europe

09.00 Discussion tables 

Join peers from other industries to deep-dive into how to deliver seamless experiences, design customer journeys and maintain the human touch. 

  • What are the major barriers to integrating AI technologies into the customer experience? 
  • What are the main opportunities for leveraging AI to enhance customer experience?
  • How can the human touch be maintained despite increased use of AI-driven technologies, such as chatbots? 

09.45 Key Takeaways

10.00 Close

In partnership with

Wipro   AWS


Darren Hardman, VP, General Manager UK & Ireland, AWS

Darren HardmanVP, General Manager for Amazon Web Services for UK & Ireland. In this role, Darren leads a team of people who deliver amazing customer experiences. These teams strive to make AWS the most customer-obsessed company in all of UK & Ireland. Darren is responsible for guiding the company’s direction and vision across the Area. He leads a team of business and technical specialists working with organisations of all sizes, from start-ups and governments, through to the world’s largest enterprises, to support their move to the cloud. In addition, Darren collaborates with partners to build transformational programs for our joint

Before joining AWS, Darren spent over 22 years working in the Accenture business – including running the billion dollar European arm of Avanade (the Accenture/Microsoft joint venture). Other roles included Global Head of Sales, Chief Operating Officer and UK&I Managing Director.


Omkar Nisal, Managing Director, UK & Ireland, Wipro

OmkarOmkar Nisal is Managing Director – UK & Ireland for Wipro. As part of this role, he is responsible for the entire P&L for this region and is the executive sponsor for all client relationships in the region. He is based in London. 

Prior to taking on this role, Omkar successfully ran Wipro’s Banking-EMEA business for 6 years, working closely with large and niche financial institutions across UKI, Europe, Middle East and Africa, enabling them through their digital transformation with significant focus on customer journey redesign, enterprise engineering, ways of working and AI-led automation.


Srinivasaa HG, Vice President, Europe Business Head (Integrated Digital, Engineering, and Application Services), Wipro

Srnivassa HG-1As one of the five founding members of Wipro Digital, Srinivasaa HG’s (Srini’s) focus has been to establish a business that accelerates value creation for clients in their transformation journey. In his new expanded role as UKI & Europe head of Integrated Digital Engineering & Application Services (IDEAS); Srini is also accountable for core / packaged applications, data, R&D, Domain & Consulting business.

With over 20 years of experience across industry verticals, Srini is inspired by the multi-talented teams he works with and the substantial opportunities to help clients in reimagining their businesses in the dynamic and fast-paced digital world; to stay ahead of the curve.


Ravi Mhapankar, Head Of Customer Experience & Transformation at Wipro Digital Operations and Platforms

Ravi MhapankarRavi comes with a rich business experience of over 20 years and has been with Wipro for the last 17 years. He has worked with several new-age transformation practices such as Designit, Cognitive and Martech and has built all-round Digital pitch for our customers. He has worked with leading functions across Delivery, Transformation and Practice and also won some large deals for DOP.


Martin Defler, Head of Commercial, Designit for Europe

Martin Defler, Head of Commercial, Designit for EuropeDesignit co-founder, executive and key partner in the leadership team propelling Designit from a creative-only, local, 20 people set-up out of nowhere into a worldwide, admired leader in the strategic design consultancy space - with offices around the world. Martin is currently head of Client Services Europe for Designit.


This is a private event for members of our community. Membership is free and takes less than 5 minutes. As a member, you will have access to this and other complimentary events. Learn more.

This event is for 25 x C-level, VPs, Directors, Heads and the drivers of live projects in CX, UX, AI, Employee Engagement, Transformation, Digital Experience, Insight, Innovation, Loyalty Program, IT, Strategy, Technology.

Register to Attend